Broadband Compensation

[#1]

For clarity, community members are customers like yourself, not 'providers'.

It is not verbiage as such, but the rules which govern the industry scheme(s) and one needs to understand what the rules are and their conditions to know what one might (or might not) be entitled to.

As to working from home and the consequences of the failure of a single point of connection (with no resilience), one needs to be aware that Plusnet's (and other ISPs) residential T&Cs prohibit WFH use of the service.  See...

Terms and conditions for Plusnet residential services | Help | Plusnet

2. Your use of the services

2.1. You must:

2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;

12. Our responsibility to you

12.1. If something goes wrong we'll always look to put things right but, except as set out in paragraph 12.3, we'll never be responsible for:

12.1.1. financial loss;

12.1.3. losses that you may suffer if you have used the service or equipment we provide for business purposes (for example due to not being able to carrying out remote working or being able to run a home business);

12.1.5. losses caused by your breach of our agreement.

You might get something, but not to the extent of the financial loss connected with not being able to work from home on a residential grade service.  Many people do have such needs and other providers do cater for this, for example EE offer a broadband connection service with 4G fall back ... but that does come with a very different price tag.

Where this consideration has arisen before, users once-bitten explore the acquisition of some form of 4G fallback / resilience option.  For example, see https://community.plus.net/t5/Tech-Help-Software-Hardware-etc/Advice-on-buying-a-pay-monthly-dongle-...

[#2]

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@Townman wrote:

39. A Communications Provider is not required to pay compensation to a customer if:

g. the fault is not in respect of the service provided or it is caused by equipment or activity within the customer’s home;

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I don't believe the equipment within the customer's home exclusion is intended to include the ISP provided router (although it would include a third party router). 

Section 22 appears to explicitly include an ISP provided router as cause of failure qualifying for compensation:

22. For the purposes of this Code, “Total Loss of Service” means: 

b. in relation to a broadband service where the customer is unable to access the public internet, in each case as a result of an unplanned change in the operation of the electronic communications network (and/or elements of that network) provided by the customer’s Communications Provider or used by it to provide its services.

The ISP provided router is an element of the network that the ISP uses to provide its service so surely must qualify.

Whether the ISP can in turn claim compensation from Openreach is a separate matter. 

[#3]

Thank you & appreciated.

Hopefully common sense will prevail.

[#4]

@Eyebrow  I wouldn't assume that if Openreach are involved. I am still waiting for them to repair a blocked pavement duct stopping my full fibre order that they first discovered on the 9th of April. They may come and fix it tomorrow. who knows.